There is no doubt that for many of us the internet has made life easier for making a purchase. However, from time to time things don't work out quite as well as we hoped for. How can we put things right? This article explains how.
For people with a hectic lifestyle, shopping on the internet can be a blessing. No more wasted time driving around the city centre searching for a parking space; no more getting elbowed in the ribs as frantic shoppers jostle over sale items; and no more aching shoulders as a result of being weighed down by numerous bags whilst waiting for a bus in the rain. At the simple click of a button during a lunch break, a new outfit can be delivered to your doorstep the next day.
But what happens when that outfit looks nothing like the one ordered? What is the buyer to do if the delivered item is damaged or faulty in some way? Would you know how to complain about an internet purchase? Unlike shopping in the High Street, you can’t just march back to the counter and ask for a replacement.
Nevertheless, internet shoppers have the same rights as those buying in person, and we are here to offer practical advice on how to complain about an internet purchase. The Sale of Goods Act decrees that all items sold online (or otherwise) must fit their description, be of satisfactory quality and be fit for purpose. It is also a criminal offence for a business to sell goods that are unsafe. Consumers are entitled to a seven day ‘cooling-off’ period, and deliveries must be made within 30 days unless an alternative time scale is specified. Should the item fail to arrive on time, you are within your rights to demand a full refund.
Should your internet purchase arrive with a fault or be falsely described, or if the wrong item is sent, contact the seller in the first instance and make a note of your communication. Send a letter immediately afterwards and be sure to enclose a copy of the proof of purchase (a receipt or confirmation of order). State whether you wish for a full refund, replacement, or repair of the item, and make clear that the trader is obliged to cover the postage costs. Should your letter be ignored, or you receive an unsatisfactory response, write to the company’s Head Office or owner. This letter should include all the details of your previous complaint, copies of any correspondence, and the clear warning that unless the matter is resolved within 14 days you will be forcing legal proceedings.
When considering how to complain about an internet purchase, it is useful to know that UK websites must adhere to the British Code of Advertising, Sales Promotion and Direct Marketing. Therefore, it is advisable to report any website that has been misleading in its description of goods to the Advertising Standards Authority. Companies such as Consumer Direct and the Office of Fair Trading also handle complaints of this nature.
Finally, remember that if you paid for your goods using credit you can also complain to the finance company involved. This should be carried out at the same time as your initial complaint to the vendor.
